We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 388057 results
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Decision Reference DRN-5690384
5 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5690384 The complaint Mrs M complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost to an investment scam. Mrs M is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint i... (6 pages)View decision -
Decision Reference DRN-5739031
5 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5739031 The complaint Mr H complains that Loans 2 Go Limited was irresponsible in its lending to him. He wants a refund of the interest and charges on his loan and for the remaining balance to be written off. Mr H also wants compensation for the stress and financial detriment he has... (3 pages)View decision -
Decision Reference DRN-5926271
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5926271 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2025, Mr C was told about an investment opportunity involving cryptocurrency. He spoke to people involved and, after deciding to go ahead, ... (4 pages)View decision -
Decision Reference DRN-5819689
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819689 The complaint Mr F complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events ... (4 pages)View decision -
Decision Reference DRN-5697263
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5697263 The complaint Mr M is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) won't reimburse him the money he sent to a third-party to instal a boiler which malfunctioned shortly afterwards. What happened I’m not going to cover all the points raised in deta... (4 pages)View decision -
Decision Reference DRN-5870505
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5870505 The complaint Mrs Y complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2023, Mrs Y was looking to make an investment and was told about a company offering an investment in the developmen... (4 pages)View decision -
Decision Reference DRN-5822871
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5822871 The complaint Ms H complains that Nationwide Building Society won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2023, Ms H was told about a company offering an investment in the development of holiday lodges. She wa... (4 pages)View decision -
Decision Reference DRN-5998619
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5998619 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In February 2025, Mrs B saw an advert for a cryptocurrency investment company on a social media platform. She followed the link in the advert, ... (4 pages)View decision -
Decision Reference DRN-5978251
5 Dec 2025 American International Group UK Limited UpheldInsuranceDRN-5978251 The complaint Mr and Mrs M are unhappy with the way American International Group UK Limited (‘AIG’) handled a claim made under their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5998606
5 Dec 2025 Wave Lending Limited Not upheldMortgagesDRN-5998606 The complaint Mr L’s complaint is about the administration of a mortgage he had with Wave Lending Limited. He has told us: • He did not receive a clear reply to a request made on 17 July 2024 for the legal action to be put on hold, as he had made an application to refinance ... (6 pages)View decision